Tenant's prolonged antisocial actions led to vacating residence, as determined by Ombudsman
In a scathing report, the housing ombudsman has criticised Peabody, a London-based housing association, for its handling of a resident's case involving persistent anti-social behaviour. The report, released recently, highlights severe maladministration in Peabody's approach, citing critical failings against core legislation and its own procedures.
The resident, who had been dealing with the issues for over 20 years, and her terminally ill husband ended their tenancy due to Peabody's failure to address the nuisance. The ombudsman found that the landlord's lack of action to assess the resident's vulnerability and offer support were significant failings.
The report focused on the period when the resident formally complained. During this time, Peabody did not monitor or review the action plan it set up with the resident, nor did it address subsequent reports of nuisance as promised. Moreover, the landlord did not watch the resident's footage of the anti-social behaviour when it was sent.
The ombudsman noted the difference between having social security benefits in place and having the correct culture in which staff implement these benefits effectively. The report also underlined that the sector is struggling more with assessing the vulnerability of residents and offering social security support.
In response to the case, Peabody has appointed Peter Rees to lead improvements in managing anti-social behaviour. The housing association has also introduced specialist community safety teams and a dedicated complaints team.
The complaint against Peabody was incorrectly closed when the resident was incorrectly noted as having passed away. However, the ombudsman's report does not end on a negative note. The ombudsman ordered Peabody's chief executive to personally apologise to the resident, pay £2,000 in compensation, and review its approach to managing anti-social behaviour.
The ombudsman's recent Spotlight report into Knowledge and Information Management offers recommendations to support landlords. The report emphasises the importance of landlords proactively addressing issues and providing evidence to the police and local authority to seek interventions to improve the situation at an earlier stage, as was not the case with Peabody.
The report serves as a reminder for all housing associations to prioritise the wellbeing of their residents, especially those in vulnerable situations, and to ensure that their social security policies and procedures are not just on paper but are effectively implemented by their staff.
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